Onsite DW Technical Support Analyst, Sr

CSG; Remote; AED 220,000 - 294,000; Full time

Job summary

A leading technology firm in the UAE is looking for a Level 2 Support Specialist to provide onsite technical support for WBMS products. The ideal candidate should have 5-7 years of software industry experience and a degree in IT or Computer Science. Responsibilities include managing customer tickets, troubleshooting technical issues, and ensuring compliance with SLAs. Candidates with ITIL accreditation and proficiency in APEX/JAVA/Oracle/PL-SQL will stand out. This role requires strong communication skills and a customer-service orientation.

Qualifications

• 5-7 years of work experience in software industry or related fields.
• Specialised in CSG WBMS products with in-depth knowledge and experience.
• ITIL accreditation will be an advantage.

Responsibilities

• Provide onsite Level 2 Support for resolving technical issues.
• Ensure compliance with SLAs and OLAs.
• Maintain high customer satisfaction through professionalism.

Skills

Proficiency in ICT/FAM/DRM

APEX/JAVA/Oracle/PL-SQL

Customer facing skills

Complex software system architecture

Knowledge of Telecommunication environment

Education

Degree/Diploma in Information Technology or Computer Science Engineering

Job description

Role Purpose & Scope

Provide 2nd level technical onsite support of CSG WBMS products to an Abu Dhabi UAE based customer by resolving technical issues with customers and meeting SLA requirements. Responsible for customer ticket management, customer escalations and customer reporting; may implement additional customer services to generate additional revenue.

What youll do:

• You will report to the Senior Manager Service Management
• Provide onsite Level 2 Support - resolving technical issues / error messages encountered by on a live production environment for the following WBMS suite products:
• Interconnect for Wholesale Billing
• Financial Manager for financial extracts invoicing and reporting outputs
• Automated Reconciliation for charge and EDR information partner reconciliation
• Appropriate handling of all issues including troubleshooting and providing feedback to the customer.
• Ensure CSG Support Tool is updated with the latest ticket details at all times
• Support the customers per the details contained in the customers Statement of Work
• Maintains a high level of customer satisfaction through professionalism; timely response and resolution of issues
• Following up on support issues which include liaising with both the customer as well as downstream Level 4 (R&D) and/or Professional Services delivery teams.
• Ensure compliance with SLAs and OLAs
• Delivers product installations according to internal procedures
• Escalate opportunities and/or issues according to established procedures
• Shift work Stand by support and working on weeknights/weekends/public holidays as may sometimes be required
• Ad-hoc occasional travel to the customers other office sites

Minimum Requirements:

• Degree or Diploma in Information Technology; Computer Science Engineering
• Good understanding of complex software system architecture and operation
• 5-7 years of work experience in software industry or related fields
• Proficiency in ICT/FAM/DRM; APEX/JAVA/Oracle/ PL-SQL
• ITIL accreditation will be an advantage
• Customer facing skills to perform on-site support for customer
• Subject matter expert in an area of operation support billing system and other technical areas e.g. Oracle database RedHat Linux or Unix OS etc
• Specialised in CSG WBMS products with in-depth knowledge and experience
• Basic knowledge of Telecommunication environment and customer services procedures
• Customer facing skills to perform on-site support for customer
• Subject matter expert in an area of operation support billing system and other technical areas e.g. Oracle database RedHat Linux or Unix OS etc

Who will love this job:

• A trusted team player you know how to connect and communicate with your audience(s) around the world and create safe environments to voice diverse opinions foster diversity and belonging and above all treat people with respect
• A growth driver you have a mindset that anticipates and adapts to changing needs and can bring partners together to contribute and work toward a shared vision
• A game changer you dream big and push the limits of whats possible to improve for yourself and others
• A leader you excel leading your own projects and produce impactful outcomes while dedicating time to mentor those around you to help them grow
• A strategist youre curious and find inventive ways to implement ideas that lead to business simplification outcomes and solutions

Location(s):

United Arab Emirates Remote

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process please call us at 1 or email us at CSG provides accommodations for persons with disabilities in employment including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact

Always help and empower others whether theyre colleagues or customers. When our employees set their minds to something great things happen.

Integrity

Do whats right for our customers and our people while being authentic. We treat everyone with trust and respectthats just who we are.

Inspiration

Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story

CSG empowers companies to build unforgettable experiences making it easier for people and businesses to connect with use and pay for the services they value most. For over 40 years CSGs technologies and people have helped some of the worlds most recognizable brands solve their toughest business challenges and evolve to meet the demands of todays digital economy.

By channeling the power of all we make ordinary customer and employee experiences extraordinary. Our people CSGers are fearlessly committed and connected high on integrity and low on ego making us the easiest company to do business with and the best place to work. We power a culture of integrity innovation and impact across our locations representing the most authentic version of ourselves to build a better future together. Thats just who we are. Learn more about CSG Inclusion & Impact here.

Required Experience:

IC